Dispatcher Spd

DISTINGUISHING FEATURES OF THE CLASS:  The work involves coordinating and monitoring patient transportation and supply service activities at the Erie County Medical Center Corporation.  The incumbent manages and dispatches customer transportation requests and makes assignments for personnel using bed tracking and transport tracking systems.  Work is performed under the direct supervision of a higher level technical, professional and/or administrative staff member.  Supervision is exercised over subordinate personnel.  Does related work as required.

TYPICAL WORK ACTIVITIES:

Coordinates transport requests from on-line, computer written or telephone requests;

Monitors proper priority standard utilization and program quality standards, performance improvement and personnel productivity;

Monitors compliance with regulatory agencies and established policies and procedures;

Ensures requests have been completed in an efficient and timely manner and according to current departmental standards, priorities and patient appointments;

Troubleshoots for proper operation of applicable hardware, software programs, page and phone handling systems;

Ensures dispatch equipment is safe and in good, clean working condition;

Provides and maintains adequate levels of supplies and equipment;

Monitors the daily activities of  transporters and transport functions, including completion of tasks, procedures related to availability and completion of tasks and issues related to service and operations;

Resolves problems related to patient, visitor, staff or employee complaints;

Acts as a liaison between SPD Transport and other departments within the hospital;

Acts as a transporter when necessary;

Develops and promotes positive effective customer service relations with patients, patient family members, visitors and staff.

FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: Good knowledge of the functions of the department; working knowledge of the operation of computer terminals; working knowledge of telephone equipment; working knowledge of infection control practices; working knowledge of proper body mechanics; ability to work with computer information systems; ability to troubleshoot and resolve problems; ability to speak correct English and enunciate clearly; ability to communicate effectively, both orally and in writing; ability to follow oral and written instructions; ability to supervise others; ability to hear through radio or telephone communications and in person; good phone etiquette and listening skills; good judgment; dependability; physically capable of performing the essential functions of the position with or without reasonable accommodation.

MINIMUM QUALIFICATIONS:

Graduation from high school or possession of a high school equivalency diploma and one (1) years of experience in the operation of telecommunications equipment and a computer terminal.

NOTE: Verifiable part-time and/or volunteer experience will be pro-rated toward meeting full-time experience requirements.